Data in the quantitative strand were used to identify Potentially Under-Triaged Calls (PUTCs) and to describe the distribution of diagnoses using the ICD-10 codes. For a call to be identified as a PUTC it had to meet three criteria: BOX: PUTC criteria 1) Caller used the Medical Hotline number, and was NOT offered a home visit and was NOT offered an appointment at an Emergency Department, or hospitalised, AND 2) Caller used the Emergency number 112 for an ambulance within two hours of the first contact, AND 3) Caller was admitted to hospital later by ambulance.